Traveller Support Specialist, Customer Service
Top Benefits
About the role
Traveller Support Specialist (Customer Service)
EF Educational Tours
Full Time: Monday-Friday
Start Date: September/October 2025
Location: Toronto, ON - Hybrid (Monday-Thursday on-site, Fridays optional WFH)
EF Educational Tours helps teachers change their students’ lives through educational travel, with itineraries designed around experiential learning that spark curiosity, confidence, and connection. Our mission is to open the world through education—helping people see new places, experience new cultures, and discover more about the world and themselves.
As a Traveller Support Specialist, you’ll be the first point of contact for customers as they prepare for their journeys—and the voice that ensures every step feels exciting and supported. Most of your day will be spent on the phone, with additional support provided through email and chat and completing administrative tasks to keep things organized. This role is all about creating a calm, caring, and confident experience: helping families navigate questions, solving problems with empathy, and celebrating the magic of travel along the way. Whether you’re reassuring a nervous parent, guiding a customer through complex travel rules, or handling a tough conversation with patience and professionalism, you’ll go above and beyond to make every interaction exceptional. If you thrive on delivering remarkable customer experiences and believe that travel changes lives, we want to hear from you.
What You’ll Do:
Deliver high-quality customer support across phone, email, and live chat—always with empathy, patience, and professionalism
Mediate and resolve complex issues with a solutions-first mindset, staying calm under pressure while advocating for the best possible customer outcome
Collaborate closely with sales and operations teams to anticipate challenges, troubleshoot problems, and ensure every traveller feels fully supported
Work with a solutions-oriented approach, troubleshooting & problem solving for customer complaints and inquiries efficiently and successfully
Escalate queries and issues in a timely manner when needed by liaising with key stakeholders and collaborating with other departments
Manage and complete multiple high-priority responsibilities on a daily basis - multitasking masters, we’re looking for you!
Be willing to enthusiastically take on new projects at any time, providing support and assistance as needed to ensure the team is able to operate seamlessly
Who You Are:
People from all different backgrounds have thrived in this role. What they have in common is that they are:
Always going above and beyond – you know it’s the only way to do things!
Are an exceptionally good communicator: clear, empathetic, persuasive and trustworthy
You thrive in a high-volume environment where phones are ringing and inboxes are full—and you stay steady, positive, and focused through it all
You have excellent time management and multitasking skills, balancing speed with quality and detail
Are solutions-oriented, entering each customer interaction with an intent to solve problems and the ability to find creative solutions if necessary
You bring a positive attitude, a team-first mindset, and a genuine care for the people you’re supporting
You never say “that’s not my job”—you’re adaptable, proactive, and eager to help
Are a lifelong learner who believes in the power of experiential education and are passionate about travel
Are currently authorized to work in Canada
Some prior customer service experience is an asset
Why You’ll Love Working Here:
Work in our light-filled, conveniently located downtown office where you’ll be part of a fun, fast-paced and collaborative team, working together to make an impact. Did we mention we were voted one of Greater Toronto’s Top Places to Work 3 years in a row? Plus, enjoy free coffee and snacks!
The opportunity to travel with your customers for FREE at least once a year! Experience the product you’ll be selling first-hand by embarking on one of our unique travel itineraries alongside one of our student tour groups
Take advantage of our professional growth and learning opportunities, including monthly trainings, workshops, and inspiring talks with global leaders and experts
Participate in social networking opportunities by joining one of our many employee-run social groups, like book club or movie club, or any of our “EFinity” resource groups.
Enjoy four weeks paid vacation, to rest, relax or adventure - plus 11 paid holidays
Grow your savings with a 20% company match on your RRSP contributions (25% after 5-years!)
Excellent health, dental, and vision coverage, along with life and disability insurance
Wellness benefits, including an annual $500 healthy lifestyle reimbursement
EF program discounts including travel, language schools, childcare, and more
Discounts at local venues and businesses
Eligibility for our Workplace Flexibility Program: our pilot hybrid work model with 1 day of remote work per week.
About Educational Tours Canada:
For over 40 years in Canada, EF Educational Tours has been helping teachers and students experience the life-changing power of travel. We believe travel transforms: it sparks curiosity, builds confidence, and opens minds to new perspectives. At EF, you’ll be part of a team that empowers the next generation and supports the educators who guide them—work that truly makes the world a better place.
With offices in 115 countries and teams on the ground around the world, EF is a global community. We don’t just work in the destinations we serve—we live there. That means our people bring authentic, local knowledge and global expertise to everything we do. Behind every safe, inspiring, and seamless travel experience are EF team members working together across borders and time zones to make it possible.
When you join EF, you join a mission-driven, diverse, and dynamic workplace. We’re committed to opening the world to everyone, and our vision for diversity, equity, inclusion, and belonging drives how we build our teams and the experiences we create. Here, you’ll find a culture of collaboration, innovation, and growth—where your ideas matter, your impact is real, and your work helps change lives every single day.
About EF Education First
Some companies are in the Business of Technology.
Others are in the Business of Finance….Sports…Or Soft Drinks.
At EF, we're in a different kind of Business.
One that's a little less tangible, and a lot more important.
Because our Business, what we make, makes everything else possible.
We're in the Business of Understanding.
Between people. Between cultures.
For over half a century we’ve been the leader in international educational programs and experiences designed to foster such understanding. Through Language, Cultural Exchange, Academic Studies, and Educational Travel, we create the kinds of immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.
You’ll find our 115 offices located in some of the world’s greatest cities, and filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it – Building greater understanding, breaking down barriers, and creating a better world…that makes all the difference.
Apply Now
About EF Education First
Some companies are in the business of technology. Others are in the business of finance, sports, or soft drinks. At EF Education First, we’re in a different kind of business. One that’s a little less tangible, and a lot more important. We’re in the business of understanding. For over 60 years we’ve been the leader in international educational programs and culturally rich travel experiences with the power to change how people think, feel and act. The programs we deliver open the world to students and travelers in ways that challenge biases, overcome barriers, and pave the way for a more understanding world. You’ll find us working across more than 50 countries, with offices in some of the world’s greatest cities—each one filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it—building greater understanding, breaking down barriers, and creating a better world that makes all the difference.
A notice on recruitment scams Education First (EF) accepts job applicant applications, reviews resumes and will contact you directly if there is an interest in your resume. Only submit your resume through our official website, careers.ef.com. We never ask our applicants to pay a fee for any service whatsoever.
Traveller Support Specialist, Customer Service
Top Benefits
About the role
Traveller Support Specialist (Customer Service)
EF Educational Tours
Full Time: Monday-Friday
Start Date: September/October 2025
Location: Toronto, ON - Hybrid (Monday-Thursday on-site, Fridays optional WFH)
EF Educational Tours helps teachers change their students’ lives through educational travel, with itineraries designed around experiential learning that spark curiosity, confidence, and connection. Our mission is to open the world through education—helping people see new places, experience new cultures, and discover more about the world and themselves.
As a Traveller Support Specialist, you’ll be the first point of contact for customers as they prepare for their journeys—and the voice that ensures every step feels exciting and supported. Most of your day will be spent on the phone, with additional support provided through email and chat and completing administrative tasks to keep things organized. This role is all about creating a calm, caring, and confident experience: helping families navigate questions, solving problems with empathy, and celebrating the magic of travel along the way. Whether you’re reassuring a nervous parent, guiding a customer through complex travel rules, or handling a tough conversation with patience and professionalism, you’ll go above and beyond to make every interaction exceptional. If you thrive on delivering remarkable customer experiences and believe that travel changes lives, we want to hear from you.
What You’ll Do:
Deliver high-quality customer support across phone, email, and live chat—always with empathy, patience, and professionalism
Mediate and resolve complex issues with a solutions-first mindset, staying calm under pressure while advocating for the best possible customer outcome
Collaborate closely with sales and operations teams to anticipate challenges, troubleshoot problems, and ensure every traveller feels fully supported
Work with a solutions-oriented approach, troubleshooting & problem solving for customer complaints and inquiries efficiently and successfully
Escalate queries and issues in a timely manner when needed by liaising with key stakeholders and collaborating with other departments
Manage and complete multiple high-priority responsibilities on a daily basis - multitasking masters, we’re looking for you!
Be willing to enthusiastically take on new projects at any time, providing support and assistance as needed to ensure the team is able to operate seamlessly
Who You Are:
People from all different backgrounds have thrived in this role. What they have in common is that they are:
Always going above and beyond – you know it’s the only way to do things!
Are an exceptionally good communicator: clear, empathetic, persuasive and trustworthy
You thrive in a high-volume environment where phones are ringing and inboxes are full—and you stay steady, positive, and focused through it all
You have excellent time management and multitasking skills, balancing speed with quality and detail
Are solutions-oriented, entering each customer interaction with an intent to solve problems and the ability to find creative solutions if necessary
You bring a positive attitude, a team-first mindset, and a genuine care for the people you’re supporting
You never say “that’s not my job”—you’re adaptable, proactive, and eager to help
Are a lifelong learner who believes in the power of experiential education and are passionate about travel
Are currently authorized to work in Canada
Some prior customer service experience is an asset
Why You’ll Love Working Here:
Work in our light-filled, conveniently located downtown office where you’ll be part of a fun, fast-paced and collaborative team, working together to make an impact. Did we mention we were voted one of Greater Toronto’s Top Places to Work 3 years in a row? Plus, enjoy free coffee and snacks!
The opportunity to travel with your customers for FREE at least once a year! Experience the product you’ll be selling first-hand by embarking on one of our unique travel itineraries alongside one of our student tour groups
Take advantage of our professional growth and learning opportunities, including monthly trainings, workshops, and inspiring talks with global leaders and experts
Participate in social networking opportunities by joining one of our many employee-run social groups, like book club or movie club, or any of our “EFinity” resource groups.
Enjoy four weeks paid vacation, to rest, relax or adventure - plus 11 paid holidays
Grow your savings with a 20% company match on your RRSP contributions (25% after 5-years!)
Excellent health, dental, and vision coverage, along with life and disability insurance
Wellness benefits, including an annual $500 healthy lifestyle reimbursement
EF program discounts including travel, language schools, childcare, and more
Discounts at local venues and businesses
Eligibility for our Workplace Flexibility Program: our pilot hybrid work model with 1 day of remote work per week.
About Educational Tours Canada:
For over 40 years in Canada, EF Educational Tours has been helping teachers and students experience the life-changing power of travel. We believe travel transforms: it sparks curiosity, builds confidence, and opens minds to new perspectives. At EF, you’ll be part of a team that empowers the next generation and supports the educators who guide them—work that truly makes the world a better place.
With offices in 115 countries and teams on the ground around the world, EF is a global community. We don’t just work in the destinations we serve—we live there. That means our people bring authentic, local knowledge and global expertise to everything we do. Behind every safe, inspiring, and seamless travel experience are EF team members working together across borders and time zones to make it possible.
When you join EF, you join a mission-driven, diverse, and dynamic workplace. We’re committed to opening the world to everyone, and our vision for diversity, equity, inclusion, and belonging drives how we build our teams and the experiences we create. Here, you’ll find a culture of collaboration, innovation, and growth—where your ideas matter, your impact is real, and your work helps change lives every single day.
About EF Education First
Some companies are in the Business of Technology.
Others are in the Business of Finance….Sports…Or Soft Drinks.
At EF, we're in a different kind of Business.
One that's a little less tangible, and a lot more important.
Because our Business, what we make, makes everything else possible.
We're in the Business of Understanding.
Between people. Between cultures.
For over half a century we’ve been the leader in international educational programs and experiences designed to foster such understanding. Through Language, Cultural Exchange, Academic Studies, and Educational Travel, we create the kinds of immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.
You’ll find our 115 offices located in some of the world’s greatest cities, and filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it – Building greater understanding, breaking down barriers, and creating a better world…that makes all the difference.
Apply Now
About EF Education First
Some companies are in the business of technology. Others are in the business of finance, sports, or soft drinks. At EF Education First, we’re in a different kind of business. One that’s a little less tangible, and a lot more important. We’re in the business of understanding. For over 60 years we’ve been the leader in international educational programs and culturally rich travel experiences with the power to change how people think, feel and act. The programs we deliver open the world to students and travelers in ways that challenge biases, overcome barriers, and pave the way for a more understanding world. You’ll find us working across more than 50 countries, with offices in some of the world’s greatest cities—each one filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it—building greater understanding, breaking down barriers, and creating a better world that makes all the difference.
A notice on recruitment scams Education First (EF) accepts job applicant applications, reviews resumes and will contact you directly if there is an interest in your resume. Only submit your resume through our official website, careers.ef.com. We never ask our applicants to pay a fee for any service whatsoever.